Community Manager (User-Generated Content & Customer Support)

What You’ll Do:

• Review and publish user-generated content, ensuring compliance with Tripadvisor’s review publication philosophy.
• Reports on content for Cruisers’ Choice Awards compliance, focusing on user sentiment and trends.
• Monitor and respond to all Community and Feedback email inboxes for general member support, including message boards, community features, and products.
• Monitor alerts for problems on the forum software platform, troubleshoot technical issues, and escalate bug reports to Community management and/or engineering. Identify root causes and recommend process/policy improvements.
• Assist Community Leader Volunteers on an as-needed basis.
• Identify user needs and trends through observation and feedback, reporting common requests, questions, or complaints.
• Assist the Community team with a variety of community projects.
• Perform QA tasks to ensure top-notch user experience.

Skills & Experience:

• Minimum two years of prior Community Management & User-Generated Content (UGC) experience, preferably for a popular consumer-facing website.
• Excellent interpersonal skills, patience, and a genuine desire to help users with technology challenges.
• Willingness to own responsibilities and work with minimal supervision.
• Solid computer skills, including proficiency with Google Suite, all Internet browsers, and mobile operating systems.
• Must use appropriate judgment based on brand integrity and community guidelines.
• Tact, diplomacy, and sensitivity to respect confidential information.
• Strong command of the English language, grammar, punctuation, and spelling—excellent proofreading and verbal communication skills with workflow organization.
• Must be a team player.
• Passionate about travel, cruising, and online community experience.
• Experience with web-based tools, databases, community software platforms, and Slack.
• Willingness to learn Figma, Miro, Adobe, and Tableau platforms.